Privacy and Cookies Notice
This version posted on: 13/02/2020
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c2c website
You can browse the c2c website without disclosing any information about yourself.
Where we do request information from you, it is only information which we need to provide you with the service(s) you have requested. By entering your details in any fields requested, such as your name, email address, postal address, telephone or mobile number, or date of birth, you enable c2c to provide you with the service(s) you select and for market research, which allows us to understand how to provide a better service for all customers.
Also, as with most other websites, the c2c website collects certain information automatically and stores it in log files. The information may include internet protocol (IP) addresses, the region or general location where your computer or device is accessing the internet, browser type, operating system and other information about your visit, including the full URL to, through and from our site, tickets and/or journeys you viewed or searched for, page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page. We use this information to help us design our site to better suit our customers’ needs.
We may also use your IP address, identification number, online identifier, operating system, browser information, location data and other similar identifying information required for your devices to communicate with websites and applications on the internet, including technical information from the devices you use to access c2c products and services to help diagnose problems with our server and to administer our website, analyse trends, track visitor movements and gather broad demographic information that assists us in identifying visitor preferences. Note that many devices will have their own privacy settings and notices under which they may collect your information, so you may wish to check your device settings to get details of such processing.
We will tell you if we would like to send you information about our services or products and give you the choice to opt-in. We will also give you the opportunity to easily opt-out at any time.
The c2c website also uses cookies. Further information on cookies can be found in the cookies section in this Notice.
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Purchases
You may choose to purchase services through c2c using a payment card. Usually the payment card information is provided directly by the customer on the c2c website, ticket machine or ticket office. We will usually store this information on our payment system for business, fraud and other related lawful purposes.
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c2c free WiFi and vista onboard entertainment
c2c offers customers the use of free wifi onboard c2c trains and at c2c stations. Registration is required with each device to use the service so we can analyse activity on our network to help block unauthorised or illegitimate content, in the detection and prevention of crimes, responding to statutory obligations or requests from the courts and enforcement authorities.
The personal information we collect includes title, name, email address and information about the device you are using, including IP address and unique identifiers.
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c2c mobile applications
You can use many of the features of the c2c Live app without the need to sign in. The c2c vista app is only functional when connected to the free c2c onboard WiFi. Some of the features of the c2c applications will require you to sign into a registered c2c account. By entering your details in any fields requested, including your title, name, email address, postal address and mobile number, you enable c2c to provide you with the service(s) you select. The apps may request permission to see your location, photos and videos as well as to take photos and videos with your device, the feature is optional. Denying the app these permissions will only affect your ability to send us pictures and or videos, for example, pictures of our stations which you want to bring to our attention.
We use cookies to personalise content and improve your experience on our app.We will be using the following throughout the beta trial:- Necessary: these cookies are necessary to make the app usable for certain functions like navigation or making payments.
- Statistical: these cookies help us understand how visitors interact with the app by collecting and reporting information anonymously. These help us improve your app experience.
- Marketing: these cookies are used to track visitors anonymously throughout the app and help us understand how customers respond to our online advertising and offers.
By participating in the beta trial you consent to c2c’s use of these cookies.
To withdraw your consent of c2c’s use of cookies in the beta app:1. Login in to your c2c online account in the beta app to manage your preferences (My account > Preferences)2. Uninstall the app from your device -
Your communication with c2c
If you correspond with c2c by telephone, email, post, social media and other forms of correspondence, we may retain the information and use it to respond to your inquiry and/or keep a record of your query and/or complaint. We may also request information in order to help with your query, including name, email address, postal address, home or mobile number and c2c Smartcard number.
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Secure Cycle Fob Scheme
Registering for the Secure Cycle Fob Scheme is optional. Should you choose to take advantage of this c2c service will collect your full name, address, telephone number and email address. This is strictly used to provide you with the service.
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Priority Seat Badges
c2c offers a service to provide customers with “Priority Seat Badges”. To ensure that only customers in need of this service are able to use it, if you request the service, in addition to the usual information, we may request sensitive personal medical information to assess whether the service is appropriate for you.
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Loyalty scheme, competitions, promotions and surveys
c2c offers loyalty schemes, promotions and may at times ask you to take part in surveys. By providing your information, including name, email address, postal address, home or mobile number you enable c2c to provide you with the loyalty scheme, promotions and/or survey you select.
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c2c Smartcard
Although Flexi-Season and student discounted tickets are only available on a c2c Smartcard, travelling on c2c does not require a Smartcard. Should you choose to register for a Smartcard, it is entirely optional. If you choose to register for a Smartcard, by entering your details in any fields requested, such as your name, email address, postal address, telephone or mobile number, or date of birth, you enable c2c to provide you with the c2c Smartcard service. The c2c ticketing system records information about your journey including the location, date and time a c2c Smartcard is used, to validate a journey.
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Recruitment
Information you provide us through the recruitment process including references, results of pre-employment screening, employment history, relevant experience, achievements, skills and qualifications, equalities monitoring information (if required), the outcome and results of any interviews or tests (which are part of the recruitment process) and any other information you provide us in the context of the recruitment process (e.g. proof of right to work in the U.K.). The information provided enables c2c to consider you for the recruitment process.
c2c and the companies that process recruitment related information on our behalf, will use your personal information for the purposes of recruitment, including to evaluate your application and assess your suitability for the role in question, make a decision about whether you should be selected for interview and appointment, conduct relevant pre-employment screening (e.g. carry out criminal record checks; verify your address, academic qualifications and work experience), review and audit the recruitment process and its outcomes, carry out equalities monitoring activities (with your consent) and identify any future employment opportunities which may be of interest to you.
Your information will only be accessed and processed by authorised personnel, including recruiting line managers, HR professionals and occupational health professionals, who are directly involved in the management and administration of the recruitment process and have a legitimate need to access your personal information.
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CCTV Systems
Our CCTV systems, including Body Worn Cameras (BWV) and Automatic Number Plate Recognition (ANPR), at our stations, premises and on our trains, are used to capture and monitor images of events that take place in specific locations in real time. The images may also be recorded on a computer hard drive or other type media storage device. Cameras may be focussed on a fixed location, set to scan a particular area, or they can be operated remotely by specially trained operators. Some c2c employees are issued with BWV, for example, c2c Revenue Protection Inspectors. These devices are able to capture audio recordings as well as images. The cameras are clearly visible and only switched on in the event of an incident (for example the member of staff being subjected to verbal abuse or threats of violence). c2c owned or operated parking areas may have mobile ANPR cameras fitted in cars capturing number plate data to enforce parking restrictions.
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Delay Repay
Where you choose to provide c2c with your information for a Delay Repay claim, either by filling out a delay repay form online, in person or by registering for Automatic Delay Repay with your Smartcard, we will use the information provided for the purpose of providing this service to you and where necessary, for fraud prevention purposes. Typically, this information will include your purchase details, journey details, bank statement or receipt, name, address, email address and signature.
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Ticket Offices
Where we collect your personal information at ticket offices, it will be because we need your information so that we can provide you with the product and service you are purchasing, confirm your eligibility for certain schemes (e.g. Priority Seat Badges), notify you about changes to our service, produce tickets, process payments or confirm orders, alert you about your booked journeys and process automated delay refunds (Delay Repay).
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Third Parties
We may hold personal information about you that has been provided to us by other train companies and other companies. All third parties will have obtained your permission to share your information with us for the purposes for which the information was collected.
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Personalised Train Information
When you interact with train service information on c2c, your data will be processed by our supplier (Zipabout) to enable personalised messaging services, and to provide you and our industry partners with aggregate demand and crowding data for train services. For more information, please view Zipabout’s privacy statement at https://www.zipabout.com/
ethics-data/privacy-policy.
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So what are cookies?
Cookies are small bits of text that are downloaded to the devices you use to receive c2c products and services and to access online information. Your browser makes these cookies available every time you visit the website again, so it can recognise you and can then tailor what you see on your device.
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How do we use cookies?
We use cookies to provide the content, product or service you have asked for. Some of these cookies are essential to help your devices download or stream the information, or so you can move around websites and use their features. Without these cookies, content, products or services you’ve asked for can’t be provided.
Here are some examples of essential cookies:
- Positioning information on a smartphone screen, tablet or other screen, so you can see the website and use its functionality.
- Keeping you logged in during your visit or enabling you to stream content; without cookies you might have to log in on every website you visit or repeatedly adjust your volume and viewing settings.
- When you add something to an online shopping basket, cookies make sure it’s still there when you get to the checkout.
We use cookies to improve your browsing experience. These cookies allow our application or website to remember choices you make and they provide improved features. For example:
- Remembering if you’ve filled in a survey, so you’re not asked to again.
- Remembering if you’ve been to the application or website before.
- Restricting the number of times you’re shown a particular advertisement (frequency capping).
- Showing you information that’s relevant to content, products or services that you receive.
We use cookies for analytics. We like to keep track of, for example, what information and links are popular and which ones don’t get used as much. This helps us keep our information relevant and up to date. It’s also useful to be able to identify trends of how people find their way through our information as well as when and where an error message may originate from.
Analytics cookies are used to gather this information. The information collected is grouped with the information from everyone else’s cookies. We can then see the overall patterns of usage rather than any one person’s activity. These ‘analytics’ cookies are used to improve how an application, a website and its pages work.
The c2c website uses Google Analytics, a web analytics service provided by Google, Inc. Google Analytics sets a cookie in order to evaluate your use of the website and compile reports for us on activity on the website.
Google stores the information collected by the cookie on servers outside the EU. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google’s behalf. Google will not associate your IP address with any other data held by Google. By using the c2c website, you consent to the processing of data about you by Google in the manner and for the purposes set out above.
Our applications, web locations, website and communications you get from us can contain small invisible images known as ‘web beacons’ or ‘pixels’. These are used to manage the interaction between you and the online information or email and allows us to assess the effectiveness of the communication.
We also use affiliate cookies. Some of our web based information will contain promotional links to other companies’ sites, for example on vista. If you follow one of these links and then register with or buy something from that other site, a cookie is used to tell the other site that you came from on our sites. That other site then may pay us a small amount for the successful referral. The Internet Advertising Bureau provides a helpful guide on how affiliate marketing works.
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How we show advertising and marketing that is relevant to you
We sell space on vista, our onboard entertainment system. The adverts will often contain cookies and related ad technology which is placed by third part partners, for example, ad servers, ad agencies, ad network providers and research firms. These partners use the browsing information collected from these cookies to:
- Put a limit on the frequency in which you see the same ad (frequency capping).
- Help show other advertisements that are relevant to you while you’re using vista. The information about your browsing activity may be grouped with information about what is being accessed by other users, into interest groups, and then used to show you advertisements based on those interests. This is often referred to as Online Behavioural Advertising (OBA).
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We won’t sell your personal information collected from cookies
We don’t sell personal data collected from cookies to any other organisations. If you want to know about data collected by third parties when you click on their adverts, we encourage you to check their privacy notice/policy to get more information.
It’s also easy to manage your cookies if you want to, for example, choosing not to receive behavioural advertising.
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Controlling your cookies
How to see and manage cookies through your browser
All modern browsers will allow you to see what cookies you have, as well as allowing you to clear them individually or to clear them all. For detailed info on how to do this, aboutcookies.org provides in depth information and steps.
How to choose not to receive OBA and other tracking Cookies
Your browser will offer a variety of tools to help you understand and apply choices over online behavioural advertising.
There are also other ways you can choose not to receive online behavioural advertising and other tracking cookies. You can go to youronlinechoices.com for more information, tips and guides on this.
We offer a cookie preferences tool, to help you easily manage your cookie preferences.
For our new ticket website, you will be able to control your cookie preferences using our cookie preferences link. However, in the meantime, please control your cookies using your browser settings. Here is information of how to do this for each supported browser:
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List of Cookies we use
To view the cookies for the c2c website please select the Cookie Preferences link at the bottom of any webpage and select “show details” to manage your preferences directly. You can also view the full list of cookies we have with relevant third parties here:
View relevant third party cookies
For our new ticket website, you will be able to control your cookie preferences using our cookie preferences link. However, in the meantime, please control your cookies using your browser settings. Here is information of how to do this for each supported browser: